Lilla Rugs Delivery & Returns Information

We take pride in offering a quick and personal delivery experience. Processing is usually completed within 24 hours of ordering; however, some orders may take up to 48 hours to process. You will receive your rug within 2-3 working days from the time of a processed order. Note that a design form to make your own bespoke rug is not included in this. Useful information:

We offer FREE shipping to mainland UK

We ship WORLDWIDE (fees below)

Deliveries take place between 9am – 6pm Monday to Friday. Delivery time 24-73 hours from dispatch. Note: Your order will be delivered to your delivery address, for an alternative address please contact us. For Saturday and International Deliveries please contact our customer service.

Deliveries to Eire, Northern Ireland and all Offshore Islands including the Isle of Wight and Isle of Man are £30 per order.

Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept responsibility for late deliveries due to circumstances outside of our control. We will inform you of any unexpected delay.

All deliveries are signed for by courier service, so someone must be present at the address.

Express delivery is not available outside of the U.K. Worldwide shipping is fast (same 2-3 days) - this excludes any hold ups at customs.

Please note that due to US sanctions we cannot currently ship Persian rugs only to the United States.

Please be aware that customers are responsible for payment of any local customs duties.

A contact number is needed for delivery. We will not be able to arrange delivery without one. We will not use your contact number for any other purpose unless instructed so by you (see privacy policy for more).

We accept exchanges, but note that it will not be for another of the same product, as every rug is one of a kind.

We happily accept returns. Simply get in touch in within 5 days (from delivery, not purchase date) and let us know what the issue is. If accepted, you will need to return the rug in the condition in which it was received within a 14-day period from the day of delivery. Note that refunds will be minus initial delivery costs. It is also your full responsibility to arrange shipment or drop-off of items being returned.

Our Policy Standard Returns

When you buy something from Lilla Rugs, we want you to love it. However, should you change your mind (it happens!), and subject to the conditions set out below, you have 14 days from the delivery date to return items. Note that sale items cannot be returned.

Our standard right of return is subject to the following conditions:

Items being returned must be in the same condition they were delivered in. If any damages or faults are noticed, we will be in touch and this may affect your refund amount. Don’t worry, we know lots of handmade rugs have wear & tear and are very aware of the condition of every rug before we send it out.

The returns period for Europe-bought full-price items is 14 days from the date of delivery. However, you must let us know within 5 days of delivery date if you wish to make a return. Note that this does not affect your statutory rights. If you are returning an item delivered internationally, you still have the designated 5 days to let us know, but of course we understand shipment may take a little longer.Note all refunds will be minus shipping costs

Returns by Post

Please get in touch with us first to let us know the reason for your return.

If you would like to post a return, please send to the following address:

Be sure to send your package using a secure or traceable method - such as Royal Mail Signed For and that you keep your proof of postage. Lilla Rugs holds no responsibility for lost items on return.

Note that Lilla Rugs will not cover the cost to post your return.

Returns to Stores:

You may also return items purchased at lillarugs.com in person to our U.K. warehouse. Please get in touch beforehand, let us know the reason for return and the date and time you will be dropping off your item. Once received and inspected, you will be issued your refund online. Please bring a valid ID with you. We will also happily show you other items on your visit that you may wish to purchase instead.

Processing Your Refund:

We use Shopify payments for your best security.

Note that they Shopify submit any refund we make to our customer's bank immediately.

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Afghan oriental carpets and rugs are from the weaving areas in West Afghanistan. As well as traditional Afghan designs, in recent years many regions are weaving Persian and Caucasian designs. Khan Mohammedi, Ziegler-Chubi, Afghan Kazak and Afghan Gabbeh.